I wanted to update you about my post from yesterday concerning my BTL problem with logging onto my Belize Bank Online website. Completely distressed by the whole situation, yesterday I packed up my modem and set out to go visit the customer service department at BTL.
First, however, I made a stop into Belize Bank, so that I could confirm with them that they had not inadvertently changed my access privileges so that I couldn’t log on. I didn’t really think this was the case, since I was able to log on with a VPN (Virtual Private Network), however, I had no desire to trot on down to BTL, only to be told I needed to take the issue up with my bank.
Belize Bank was great, and the customer service rep had me log on, successfully I might add, right from her computer. OK, now I knew the issue was definitely at BTL’s end. Unfortunately for me, I arrived with three people in line ahead of me. The gentleman that was being helped took forever with the service rep. When he got up to leave, I saw that it was one of the employees of Belize Bank, so we exchanged greetings and he left.
Meanwhile, lucky for me, the other two gals in line were helped quickly, and I was up next. I started by telling Cesario, the rep (who I know well), “I’m not sure if you’ll be able to help me here, or whether you’ll need to send a tech to my house, but…” and as I was mid-sentence describing the issue, he cut me off.
He said, “That’s the same problem the guy that just left from Belize Bank was having. We just spent a half an hour trouble shooting it!” I didn’t know whether I should laugh or cry. I was just so relieved first of all that it wasn’t just me, and I wasn’t going crazy. I was also relived it wasn’t something kooky with my computer. I also was very glad that I didn’t have to convince BTL this was their issue.
As it turns out, Cesario went on to tell me, only people with the same kind of modem (Axess-tel) as the Belize Bank guy and I have seem to be affected. Bad news – there’s no replacement modems available right now to give out to test whether it’s the modem itself, or whether something in the system was inadvertently changed. So, he said give him the afternoon to work with the main office, and he’d call me to let me know what they find.
I’ve been down this road before, and rarely does any Belize service person call you back when they say they will, so I got his number too and left. Frankly, I quite forgot about it, and come 5:15 p.m. my cell phone rang. Lo and behold, it was Cesario, informing me they had fixed the issue in their main switch, could I please test it. I did and it worked!!! After doing the happy dance for a minute or two, I was so relieved (have I said that word enough?) to have this little drama behind me.
Have you ever had a technical support department pleasantly surprise you with quickly resolving an issue and providing great service?